Job Purpose & Scope

Responsible for performing supervisory oversight of assigned Loan Administration staff. Ensures day-to-day operations are handled according to established policy and procedure and perform quality assurance analysis of post-closing review activities.

Essential Job Functions

• Supervises Loan Administration staff.

• Directs supervisory functions of Loan Administration staff, including:

• Performance Measurement;

• Discipline;

• Promotion & salary recommendation;

• Hiring and termination in coordination with Human Resources;

• Scheduling; and

• Assigning and reviewing work.

• Directs day-to-day operations of the assigned Loan Administration group to ensure processing is handled according to established policies and procedures.

• Performs quality assurance monitoring of post-closing review activities.

• Tracks assigned Loan Administration work group statistics and prepares and maintains executive management reporting.

• Creates and nurtures effective work relationships with supervised staff in order to motivate, coach, and retain staff.

• Directs staff in effective customer service communication standards and processes.

• Works on cross-functional teams.

• Evaluates process improvement ideas and provide input on whether to pursue implementation of ideas.

• Occasionally travels as required for business functions supported by the Loan Administration staff.

• Works extended hours during the week and on weekends as necessary.

• Oversees and coaches staff in handling general customer complaints.

• Resolves complex and/or sensitive customer complaints.

• Works directly with Audit and Compliance teams to ensure compliance with policies and procedures.

• Regularly exercises discretion and judgment in the performance of essential job functions.

• Maintains good punctuality and attendance to work.

• Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities

• Knowledge of core banking systems

• Knowledge of imaging systems

• Ability to communicate effectively both verbally and in writing, including telephone skills

• Ability to demonstrate excellent customer service skills

• Ability to demonstrate effective problem-solving skills

• Ability to work independently without close supervision

• Ability to manage multiple tasks at one time

• Ability to develop and motivate staff to achieve team goals

• Ability to develop, interpret, and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy

• Ability to work well in a fast-paced environment with exacting deadlines

• Ability to work closely with vendor’s staff and contribute to positive vendor relationships

• Ability to provide technical support to staff and internal customers

• Ability to define key reports for use by Loan Administration team

• Skill in using computer and Microsoft Office, including Word, Excel, and Outlook

Basic Qualifications

• High school diploma or equivalent required.

• Minimum of one (1) year of work experience in Loan Administration/banking support environment or related experience required.

• Minimum of three (3) years of experience working with Microsoft Office required.

• Minimum of two (2) years of experience in a management/supervisory role preferred.

• Minimum of three (3) years of work experience in loan administration processes including issue resolution preferred.

• Minimum of three (3) three years of experience working with core banking software (e.g. Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Job Expectations

Job Expectations: O perate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.